This role is focused on powering the open-source web and helping customers launch and grow their online businesses. The team provides technical support and training to news publishers using Newspack, a turnkey publishing platform built on WordPress.
Newspack helps small and medium-sized news organizations thrive by providing a sophisticated but easy-to-use publishing platform, along with best practices and dedicated support. This is an exciting opportunity to use your technical and communication skills to make a real impact on the news industry.
What you’ll do:
- Provide expert, world-class technical support to news publishers via email, support ticket, and screenshare.
- Serve as a technical point-of-contact for customers, building strong relationships and understanding their evolving needs.
- Guide customers through setup, configuration, and launch on Newspack, ensuring a smooth onboarding experience.
- Identify, troubleshoot, and resolve issues related to WordPress themes, plugins, and custom code, including debugging and providing code snippets when necessary.
- Collaborate with Newspack product and engineering teams, providing valuable customer feedback and contributing to product improvements.
- Create and maintain technical documentation and knowledge base articles to empower customers to self-serve.
- Deliver training sessions and webinars to educate customers on Newspack features and best practices.
- Advocate for customer needs and contribute to product development and roadmap planning.
- Participate in an on-call rotation to provide timely support for critical issues.
Who you are:
- 5+ years of experience in a technical support, technical account management, or similar client-facing technical role, preferably in a SaaS environment or publishing industry.
- Deep understanding of WordPress, including themes, plugins, and custom code development.
- Strong proficiency in web technologies such as HTML, CSS, and JavaScript.
- Familiarity with general web hosting concepts, DNS, and server-side troubleshooting.
- Experience with Google Analytics, SEO best practices, and various troubleshooting tools.
- Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly and concisely to non-technical audiences.
- Proven problem-solving and analytical skills, with a methodical approach to identifying and resolving technical issues.
- High degree of empathy and patience, with a genuine desire to help customers succeed.
- Ability to balance multiple priorities and manage a pipeline of support requests effectively.
- Self-motivated, proactive, and able to work independently as well as collaboratively in a distributed team environment.
Bonus points for:
- Experience with news publishing workflows and editorial processes.
- Proficiency in PHP, command line, Git, REST APIs, or other scripting languages.
- Contributions to the WordPress open-source project.
